Rapport is built through genuine interest, listening and matching the pace of the conversation to the client.
What it means in practice
Rapport is a relationship of mutual trust and understanding between people – the feeling of being “on the same wavelength”. In sales it’s the foundation of an open conversation.
Why it matters for your business
A customer with whom you have rapport talks more openly about problems, listens to proposals and sees you as an advisor rather than a salesperson. It shortens the path to a decision and increases referrals.
Examples and good practice
- Show genuine interest in the other person’s business.
- Listen more than you talk.
- Match the pace and style of the conversation to the customer.
- Keep your promises, even small ones.
How to use it in a sales conversation
Rapport is built through genuine interest, listening and matching the customer’s pace. A Novi advisor starts with questions about the business and only then shows the tablet.
